Introduction
The main objective of this research paper is to discuss the importance
of implementing the IT Infrastructure library (ITIL) tools and the
processes involved that forms part of the ITIL framework. By adopting
ITIL we aim to explore the effect of adopting these processes in the
academic Online Student Query System at the Department of IT at CPUT.
There has been very limited academic research about the adoption of the
IT Infrastructure library (Hochstein et.2005).
To improve academic services to IT academic students, an admin
information system was implemented as a tool to assist students with
online academic queries.
This study focus on the following: Service Support-Operational levels of
the IT infrastructure Library: [1] Service Desk, [2] Incident
Management, [3] Problem Management and [4] Change Management.
Each student has expectations and needs to receive a good service, so
the IT department never knows what to expect from students when they
encounter them (Anne, 2009). ITIL can be assigned to any organisation
because of its unique structure; organisations can determine how many
levels of ITIL they want to implement (ITpreneurs Campus, 2009).
Opportunities to benefit from information technologies in educational
contexts are reported by several authors: Harasim (Harasim et al.,
1995), Puttnam (Puttnam, 1996), and Papert (Papert, 1993).